The hiring manager wants to know if you're able to handle difficult issues, like a defective product. I find it makes me feel more positive and helps set customers at ease." How you would handle a customer who was upset about a known problem with your product or service? Use descriptors for yourself that align well with the necessary skills for a customer service representative in your answer.Įxample: "At my last job, my peers nicknamed me "Smiley" because I try to smile as much as possible.
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I would be sure to introduce the manager to the customer to ensure the customer didn't feel abandoned." How would past coworkers or classmates describe you?Ĭustomer service representatives interact frequently with customers, meaning they must know how to communicate and remain positive. Then, I would relay the situation to the manager so they had an understanding of the issue before speaking with the customer. Speak specifically to the company's employee organization if you can.Įxample: "If I wasn't able to help the customer, I would ask the customer to rest comfortably while I paged the floor manager. Hiring managers want to see that you understand the company's hierarchy and have a good command of in-the-moment problem solving to ensure you can meet the customer's needs. Sometimes, a customer's problem might be outside of your purview. I discussed the issue with another rep, and we decided one of us would work the remaining POS system and the other would walk through the line, checking in with customers and offering a coupon as a thank you for their patience." What would you do if you didn't know how to help a customer? When you provide your anecdote, make sure the problem, your action steps and your coworker's contribution are all clearly stated.Įxample: "We had a particularly busy day after the launch of a new product, and one of our point of sale machines went down, causing checkout lines to grow long. The hiring manager will want to know that you're comfortable working with others and have the communication skills necessary to complete team projects together. She left in a much better mood." Describe a time you collaborated with a peer to solve a problemĬustomer service is often a position that depends on successful teamwork. She was very upset, so I let her tell me why she was upset, validated her feelings and provided her with a discount on her purchase along with the missing shoe. For example, I once had a customer who got home to find there was only one shoe in her shoebox. Sometimes, customers just want you to hear them, and they want to feel like the company cares about them and their opinions. If you have experience solving a problem like this from a past position, you can reference it in your answer.Įxample: "I've found the most successful strategy for turning an unhappy customer into a happy customer is by actively listening to what they're saying. The hiring manager will want to ensure that you have the necessary skills and tact to manage these situations successfully. One of the many responsibilities of a customer service representative is handling complaints from unhappy customers.
Related: 9 Ways To Provide Excellent Customer Service How can you improve a dissatisfied customer's experience? It's an important role that can take many forms." When you answer, be specific and try to use unique language reflective of your personal thoughts rather than a cliche response or dictionary definition.Įxample: "For me, customer service is the act of providing the customer with the support they need to make purchasing decisions, understand the product or seek guidance from the company. They want to see how you think about the position and the customer. Hiring managers might start the interview off by asking for your definition of customer service. Related: 20 Customer Service Tips What is customer service? Review this list of 15 questions and answers to help you prepare for your next interview. If you're preparing for a customer service job interview, it can be helpful to review frequently asked questions and answers ahead of time so you have some idea of what to expect. Related: Guide To Customer Service Customer service interview questions with sample answers
In this article, we provide 15 common customer service questions with explanations and sample answers. In order to have a successful interview, applicants must prepare ahead of time. Customer service representatives must have a specific set of skills and qualifications to perform their jobs well and be able to communicate that during an interview.